Alan Pendleton – Medium

Alan Pendleton

Bots won’t make us better people, but they might make our people better

Improve human-powered customer service by letting our networks learn and adapt the way a software program does

4 min readMar 17, 2021

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Bots won’t make us better people, but they might make our people better

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Alan Pendleton

The “Case Economy:” decentralizing to improve decision-making in customer service

Use “computational thinking” to improve decision-making in customer service

4 min readMar 11, 2021

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The “Case Economy:” decentralizing to improve decision-making in customer service

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Alan Pendleton

Taking a punch: improve resiliency in customer service

Use “computational thinking” to improve resiliency in customer service

2 min readMar 9, 2021

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Taking a punch: improve resiliency in customer service

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Alan Pendleton

You’re gonna need a bigger boat: improve scalability in customer service

Use “computational thinking” to improve scalability in customer service

3 min readMar 4, 2021

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Alan Pendleton

Stop taking mental shortcuts: improve resource allocation in customer service

Use “computational thinking” to improve resource allocation in customer service

3 min readMar 2, 2021

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Stop taking mental shortcuts: improve resource allocation in customer service

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Alan Pendleton

Stick to your priorities without becoming a robot: improve organizational focus in customer service

Using “computational thinking” to improve organizational focus in customer service

2 min readFeb 25, 2021

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Stick to your priorities without becoming a robot: improve organizational focus in customer service

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Alan Pendleton

Using software to be more human

5 ways computational thinking will revolutionize human-powered customer service

3 min readFeb 23, 2021

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Using software to be more human

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Alan Pendleton

The Sociopathic System: Why some customer service programs consistently let us down

When a system is designed to achieve the “wrong” end, it will routinely and predictably generate customer service failures.

4 min readNov 12, 2020

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The Sociopathic System: Why some customer service programs consistently let us down

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Alan Pendleton

A human response to the rise of chatbots

How do we design a human-powered customer service program that is meant to coexist with chatbots?

3 min readOct 27, 2020

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A human response to the rise of chatbots

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Alan Pendleton

Alan Pendleton

Entrepreneur. Systems Thinker. Creative Contrarian. Passionate about revolutionizing how companies deliver CX. President & Co-Founder at ArenaCX.

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